If your DHL tracking shows "Shipment is on Hold," your package has stopped moving and is being held at a DHL facility until a specific issue is resolved. Unlike routine transit updates such as "Processed at Transit Facility" or "Departed Facility", a hold is not a normal part of the delivery process — it signals that something requires action.
Holds can be triggered by customs issues, missing documentation, address problems, payment requirements, or sender/recipient requests. The good news: in most cases, the hold can be resolved and your package can resume transit.
Here's what "Shipment is on Hold" means, the most common causes, and the fastest way to get your package moving again.
What It Means
"Shipment is on Hold" means DHL has temporarily suspended movement of your package. It is physically at a DHL facility — not lost — but it will not be delivered until the hold is resolved.
This is different from normal transit delays:
| Status | What it means | |---|---| | Processed at Transit Facility | Normal processing pause, package moving | | Departed Facility | Package actively in transit | | Shipment is on Hold | Package stopped, issue requires resolution | | Further Detail | Vague status, investigation or system issue |
Key distinctions:
- The package is not moving
- The package is not lost
- Resolution almost always requires action from the shipper, recipient, or customs authority
- DHL cannot release the package without the issue being addressed
Check your tracking page carefully — DHL often provides additional detail about the reason for the hold in the tracking event notes.
Why It Happens
DHL places shipments on hold for a variety of reasons:
1. Customs clearance required (most common for international) The package is awaiting import customs clearance in the destination country. This could involve:
- Payment of import duties or VAT
- Missing or incomplete customs declaration
- Regulatory review of prohibited or restricted goods
Review DHL's customs page for your country's requirements.
2. Missing documentation DHL requires complete shipping documentation — commercial invoice, certificate of origin, or other paperwork — and the shipment is on hold until it's provided.
3. Address or delivery issue Similar to UPS's "Street Number is Incorrect", if DHL cannot verify the delivery address, the shipment may be placed on hold pending address confirmation.
4. Shipper or recipient-requested hold The shipper may have placed a voluntary hold, or the recipient may have requested a delivery pause through DHL On Demand Delivery.
5. Payment outstanding For some DHL services or countries, the recipient must pay delivery or customs fees before the package is released.
6. Security or compliance review Packages containing certain goods may be subject to export/import compliance review, placing the shipment on hold until cleared.
How Long It Lasts
The duration entirely depends on the reason for the hold:
- Customs duties paid promptly: 1–2 business days to release after payment
- Documentation provided promptly: 1–3 business days
- Complex customs review: 5–15+ business days
- Address issue resolved quickly: 1–2 business days
DHL typically holds packages for a maximum of 10–15 business days before returning them to sender if the issue isn't resolved.
Act as quickly as possible — the longer the hold, the greater the risk of the package being returned. If customs are involved, unpaid duties can also accumulate storage fees at some facilities.
Should You Be Concerned?
Yes — this requires attention. A hold will not resolve itself without someone taking action.
Key things to understand:
- Your package is safe but stationary
- Time limits exist — inaction may result in the package being returned to sender
- The responsibility for resolving the hold depends on the cause
For customs holds (international):
- You as the recipient are often responsible for paying duties
- The shipper may need to provide additional documentation
For address or delivery issues:
- Act within 24–48 hours to avoid return-to-sender
For shipper-initiated holds:
- Contact the shipper directly
For reference on how a hold compares to a more serious status, see DHL Further Detail meaning which can indicate an investigation rather than a resolvable hold.
What You Can Do
1. Check the tracking details for the hold reason Go to DHL's tracking page and review the full event history. Look for any notes indicating the specific reason for the hold — this determines your next step.
2. Contact DHL immediately
- DHL Express: 1-800-225-5345
- DHL eCommerce: 1-800-805-9306
- Online: dhl.com/contact
Ask specifically: "Why is my shipment on hold and what do I need to provide to release it?"
3. For customs holds — pay duties or provide documentation DHL will contact you (usually by email or phone) with the customs invoice. Pay promptly through the provided link or contact DHL Brokerage.
4. For address issues — provide the correct address Contact DHL with the corrected address. They may be able to update the delivery details and reattempt.
5. Contact the shipper If the hold is related to documentation the shipper needs to provide, contact the retailer or sender immediately. They need to act on their end with DHL.
6. Use DHL On Demand Delivery If applicable, DHL On Demand Delivery may allow you to redirect the package to a DHL ServicePoint or reschedule delivery.
When to Contact the Carrier
Contact DHL as soon as you see this status — ideally the same day.
DHL Contact Options:
- DHL Express: 1-800-225-5345
- DHL eCommerce: 1-800-805-9306
- Track online: dhl.com/tracking
- Customer service: dhl.com/contact
- DHL Customs/Brokerage: dhl.com/customs
- On Demand Delivery: dhl.com/on-demand-delivery
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